Overview
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Customer service reps must know how to actually talk with customers. This course covers tone, brevity, asking questions, and more.
Syllabus
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Introduction
- Introduction
- Tone matters
- Speak their language
- Positive attitude and personality
- Brevity over depth
- Focus on results
- Stop talking and start listening
- Ask the right questions
- The power of body language
- Avoid conversation killers
- Handling difficult conversations
- Following up
- Next steps
